Article

Customer Service

July 2017, Auto Dealer Today - Feature

Magnetic Personality

Photo by Dave Holt

By Stephanie Forshee

Former corrections officer Marty Hamm is capturing customers (and sales) at Alexander Chevrolet Buick GMC in Dickson, Tenn.

Tags: Customer Service, Sales Professional of the Month, Vehicle Sales

May 2017, Auto Dealer Today - Feature

Sink or Swim

Since joining the car business in 2015, Cody Finney has proven to be a quick study and a trusted sales consultant at Lone Star Dodge Chrysler Jeep Ram.

By Tariq Kamal

Former educator and oil field worker Cody Finney has survived and thrived at Lone Star Dodge Chrysler Jeep Ram.

Tags: Customer Service, Sales Professional of the Month, Sales Tactics

April 2017, Auto Dealer Today - Feature

Read the Instructions!

Chick-fil-A founder S. Truett Cathy founded his highly successful fast-food chain on a pledge to be active in the communities his restaurants serve. Photo by Mark Turnauckas

By Ronald J. Reahard

Success requires dealers to read the proverbial instruction manual for compliance, transparency, and customer service.

Tags: Customer Service, training

January 2017, Auto Dealer Today - WebXclusive

Develop Good Habits and Dominate in 2017

Photo by Serge Melki

By Tony Troussov

It’s a new year and a great time to sharpen your dealer skillset. Top trainer lays out a five-step plan.

Tags: Customer Service, employees, management, sales, sales training

December 2016, Auto Dealer Today - Feature

Dare to Be Grateful

By G.P. Anderson

Closing the gratitude gap raises your personal and professional ceiling and has a reverberating effect on everyone you encounter.

Tags: Customer Service, employee retention, Finance Manager

November 2016, Auto Dealer Today - Cover Story

How to Build a Loyalty Program

By Brian Schmid

Expert offers a five-step plan to build your service business, encourage existing customers to visit more often, and boost sales of service contracts and accessories.

Tags: Customer Loyalty, Customer Service, parts and service, sales

September 2016, Auto Dealer Today - Feature

Condition Reports: Let’s Get Digital

By Shane Skinner

Paper documentation is hurting your service department’s bottom line. Here’s how to fix it.

Tags: Customer Service, digital, documentation

June 2016, Auto Dealer Today - Feature

Sit Back and Unwind

By Jason Heard

Back-outs are part of the dealership life. What’s your policy?

Tags: customer satisfaction, Customer Service, Policies

May 2016, Auto Dealer Today - Feature

Your Culture Is Causing Stomachaches

By Harlene Doane

Just when you think you have your dealership culture figured out, something causes that familiar pain in your gut to return. Operations expert shares advice for avoiding upset stomachs in the workplace.

Tags: Customer Service, dealership culture, DealerStrong, Operations

March 2016, Auto Dealer Today - Feature

Pushing Boundaries

David Gesualdo

By David Gesualdo

New technology is not a substitute for salesmanship, but it can create more opportunities to do business the right way.

Tags: Customer Service, Geofencing, Regulations, technology

March 2016, Auto Dealer Today - Feature

3 Ways to Get Personal

By Jason Heard

General sales manager explains how facility tours, trade walks and common courtesy can restore the human touch to an increasingly digitized transaction.

Tags: customer satisfaction, Customer Service, trade-in

March 2016, Auto Dealer Today - Feature

I Heart Millennials

By G.P. Anderson

Whatever their age, car buyers appreciate service, professionalism and the opportunity to save time and money.

Tags: customer satisfaction, Customer Service, Millenials

March 2016, Auto Dealer Today - Feature

Changing Dynamics and Best Practices

By Clayton Stanfield

An eBay exec shares two key pointers for dealers who are new to digital automotive marketplaces.

Tags: Customer Service, digital marketing, ebay, Internet Leads

October 2015, Auto Dealer Today - Feature

WTF

By G.P. Anderson

Whatever beliefs you and your customers may or may not share, politics and religion have no place in F&I.

Tags: Customer Service, F&I, F&I training

August 2015, Auto Dealer Today - Feature

4 Ways to Keep Service Customers Coming Back

Jim Alton

By Jim Alton

Low turnover and rock-solid policies for labor times and pricing help retain your valuable service customers.

Tags: Customer Service, employee retention, parts and service

August 2015, Auto Dealer Today - Feature

A Day to Remember

Shift your focus away from sales and toward customer service to make buying a car at your dealership a memorable experience.

By Ronald J. Reahard

Shift your focus away from sales and toward customer service to make buying a car at your dealership a memorable experience.

Tags: Customer Service, Sales Tactics, sales training

May 2015, Auto Dealer Today - Feature

Your Constant Value Proposition

Firas Makhlouf is CIO of Driver’s Village, a Syracuse, N.Y., auto group that puts a premium on highly trained and informed BDC agents. 

By Greg Wells

Providing exceptional customer service at every touchpoint is the best way to reassure customers they will be treated fairly when they visit your dealership.

Tags: Customer Service, Dealerships, price

February 2015, Auto Dealer Today - Feature

Everything in Its Place

Custom workstations allow dealers to design and maintain clean, efficient shops that can reduce customer wait times and help retain skilled technicians. 

By Tim Vaughan

Custom workstations allow dealers to design and maintain clean, efficient shops that can reduce customer wait times and help retain skilled technicians.

Tags: Customer Service, Maintenance, service department, technician training

September 2014, Auto Dealer Today - Feature

5 Ways to Redefine the Customer Experience

At John Elway’s Crown Toyota in Ontario, Calif., a sales manager bar takes the place of the menacing, raised sales towers that still loom over many showrooms. 

By Brent Tally

Facilities expert shares five design trends that are driving sales and service at dealerships nationwide.

Tags: customer satisfaction, Customer Service, internet sales, Sales Tactics

October 2013, Auto Dealer Today - Feature

Sales Professional of the Month October 2013

Dan Machu McLaughlin Motors (Moline, Ill.)

By Kirsti Correa

Dan Machu knows all too well the power of a referral. In fact, it’s how he got his start in the car business back in 2001.

Tags: building referrals, Customer Service, know the competition, post sale follow up, repeat and referral sales, sales associate profiles, Sales Professional of the Month, top sales associate

August 2013, Auto Dealer Today - Feature

Marketing Maintenance

By Paul Potratz

The magazine’s marketing guru lays out a plan for improving your service department’s six customer touchpoints. If followed, the strategy can turn the department into a marketing machine.

Tags: check in process, ClearMechanic, CRM, Customer Loyalty, Customer Service, customer touch points, dealership vs local mechanic, enhance loyalty, Greeting customers, improving your service department, J.D. Power and Associates, post-service follow-up, selling service, service department

August 2013, Auto Dealer Today - Feature

5 Ways To Maximize BDC Leads

Greg Wells is president of AllCall Automotive Contact Center

By Greg Wells

Is your website designed with BDC leads in mind? Expert lists the five features that produce the most appointments.

Tags: BDC, Business Development Center, credit application, Customer Service, electronic leads, Internet, live chat

July 2013, Auto Dealer Today - Feature

Sales Professional of the Month: Michael Nekava

Michael Nekava, Helms Bros. Inc. Bayside, N.Y.

By Kirsti Correa

Michael Nekava is known on the show floor of the Bayside, N.Y.- based operation as “Mikey Mercedes".

Tags: client relations, creating relationships, Customer Service, repeat and referral sales, top sales associate, top sales producer, Vehicle Sales

July 2013, Auto Dealer Today - Feature

3 Sales-Killing Words

By Michael Cassinelli

F&I expert identifies three words producers need to avoid at all costs when working with customers. Find out what they are and what words you should use instead.

Tags: auto finance, Customer Service, extended warranties, F&I, F&I pricing, F&I products, Finance, GAP, Pricing, sales, Sales Process, sales skills, Service Contracts, Word Tracks

July 2013, Auto Dealer Today - Cover Story

Test Drives Delivered: A Profile of a Unique Seattle Startup

John Wehr (left) and Grant Feek (right) cofounded Tred in 2012. Wehr, the company’s chief technology officer, spearheaded technology projects for HiiDef Inc., creators of Flavors.me and Goodsie.com.

By Stephanie Forshee

A Seattle startup is taking a different approach to improving the car-buying experience, one that is supposed to drive a better connection between dealers and their customers.

Tags: concierge services, Customer Service, customer service innovations, dealership profiles, Innovations, Online Buying, sales incentive ideas, Tred, West Coast dealerships

June 2013, Auto Dealer Today - Feature

Sales Professional of the Month: Prince Sinsuat

By Brittany-Marie Swanson

More than 4,000 Stokes Honda North customers have purchased cars from Prince Sinsuat in the 12 years he’s worked the showroom floor.

Tags: client relations, creating relationships, CSI score, Customer Service, internet marketing, repeat and referral sales, sales, Sales Tactics, top sales associate, top sales producer, YouTube

June 2013, Auto Dealer Today - Feature

The VIP Treatment

By Brittni Rubin

Facing OEM-mandated facility upgrades, Hoffman Audi took the opportunity to give its service drive a makeover that is winning praise from customers.

Tags: Audi, budget, Customer Reviews, Customer Service, customers, Essential Brand Elements (EBE), facility upgrades, marketing, OEM, Promotions, social media

May 2013, Auto Dealer Today - WebXclusive

Renaissance Man: Auto/Mate’s Mike Esposito

By Gregory Arroyo

The magazine talks to Auto/Mate’s Mike Esposito to get his thoughts on the business, dealership technology and his biggest fear for dealers this year and beyond.

Tags: ADP Dealer Services, Auto/Mate, BDC, Customer Service, data mining, dealer management system, Dealer Software, impact of the Great Recession, Mike Esposito, mobile solution, Reynolds & Reynolds, The ADM Interview, Used Cars

May 2013, Auto Dealer Today - Feature

Cracking The Code

By Brittany-Marie Swanson

Attendees of Edmunds.com’s inaugural Hackomotive event tackled some of the industry’s biggest issues and were offered a glimpse at how the tech community could bring about change.

Tags: BDC, branding, consumer complaints, Customer Experience, Customer Service, dealer website, Dealerrater, digital marketing, Edmunds.com, Facebook, Mobile Marketing, social media marketing, twitter, web marketing, Web Tools, Yelp

May 2013, Auto Dealer Today - Feature

Sales Professional of the Month: Adam Dorn

Adam Dorn, Mohawk Honda Glenville, N.Y.

By ADM Staff

“I’ve never sold a car in my life,” Dorn says. “I’ve educated people on my product to earn their trust enough to have them know that they are getting a fair deal from me.”

Tags: client relations, creating relationships, CSI, Customer Service, repeat and referral sales, sales associate profiles, top sales associate, top sales producer, Vehicle Sales

May 2013, Auto Dealer Today - Feature

Process Breakdown

Greg Goebel is the CEO of Used Car University LLC.

By Greg Goebel

Setting up a process to handle subprime customers takes a serious commitment starts with the dealer and extends all the way through the store.

Tags: Credit Scores, Customer Retention, Customer Service, Finance, special finance, subprime, used vehicles

April 2013, Auto Dealer Today - Feature

Sales Professional of the Month: Dekendrick Woodard

Dekendrick Woodard, Holt Chrysler Jeep Dodge

By Stephanie Forshee

Dekendrick Woodard is an Internet sales manager who’s rolling about 28 vehicles per month, and he’s the No. 1 sales producer at Holt Chrysler Jeep Dodge in Arlington, Texas.

Tags: client relations, creating relationships, Customer Service, internet sales, monthly sales, repeat and referral sales, sales, saturn, top sales associate, top sales producer

April 2013, Auto Dealer Today - Feature

Perception Is Reality

Mark Dubois is the director of BHPH 20 Groups at Performance Inc., a division of ADP Dealer Services. He offers more than 30 years of experience in the automotive industry. 

By Mark Dubois

Taking a customer-first approach to the buy-here, pay-here business can minimize your repossessions and encourage repeat and referral business.

Tags: bhph dealers, building referrals, buy-here, Collections, customer satisfaction, Customer Service, Delinquencies, pay-here, reputation management

March 2013, Auto Dealer Today - Feature

Construction Delays

By Paul Chavez

George Grubbs III’s Infiniti dealership is smack in the middle of a major roadwork zone, but he refuses to let the project create detours between him and his customers.

Tags: customer satisfaction, Customer Service, Infiniti, marketing, social media, Texas

February 2013, Auto Dealer Today - Feature

Sales Professional of the Month: Chris Eckert

By ADM Staff

“I just love helping people buy cars,” Eckert said of his position at the Chevrolet, Buick and Cadillac dealership.

Tags: client relations, creating relationships, Customer Service, repeat and referral sales, sales, top sales associate, top sales producer, Vehicle Sales

February 2013, Auto Dealer Today - Feature

People, Process, Reviews

By Kimberly Long

Harper Auto Square has always lived off of its reputation. So, when it needed to get its good name online, it installed a process for collecting reviews that its sales staffers are motivated to follow.

Tags: Customer Reviews, Customer Service, digital marketing, Google, Internet Leads, Online Marketing, online reputation management, social media marketing

October 2012, Auto Dealer Today - WebXclusive

Think Future Customer Service Now

By Brad Nierenberg

While customer service is necessary to close the sale, it is even more important in building loyalty and retention. Author Brad Nierenberg offers five ideas to help dealers develop customer service that goes above and beyond consumer expectations.

Tags: BDC, Customer Loyalty, Customer Retention, Customer Service, Facebook, social media marketing

October 2012, Auto Dealer Today - WebXclusive

Creating the Simple-minded Customer

By Brian Barfield

Brian Barfield, founder of Modern Day Selling, closes out his series on the four basic customer types by focusing on the main goal: creating the simple-minded customer.

Tags: BDC, customer profiles, Customer Service, customer types, needs-analysis questions, sales training, simple minded customer

September 2012, Auto Dealer Today - WebXclusive

Does My Butt Look Fat In These Jeans?

By Paul Potratz

Advertising and marketing expert Paul Potratz explains how shopping for jeans is like shopping for a car and walks through each step of the process, relating it to how car shoppers come into contact with dealerships online and in person.

Tags: BDC, Car Shopping, Customer Experience, Customer Service, inventory merchandising, professional presentation, training

August 2008, Auto Dealer Today - WebXclusive

How to Create the Greatest Customer Experience Ever

By Tom Herald

Tom Herald - Since many of your competitors are miserable at creating fantastic customer experience, this creates a huge competitive opportunity for you. Here are five simple starting points to create the greatest customer experience ever ...

Tags: BDC, customer satisfaction, Customer Service, customer-focused service

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